How many times after a service exchange do you say, "That would have felt so much better if they just would have said or done...." In many cases it would only take small changes to make a big difference. If we agree that customer satisfaction is a leading factor to the success of any business, then understanding how your business can turn a good customer experience into a great customer experience begs attention.
There are no new and/or improved methods that I am going to unveil to make all your customer service challenges go away. Instead, we are going to revisit and refocus on what we already know. Let's re-energize our efforts regarding some very basic tips on how to provide great service.
I read an article from Amber Schaub, founder and CEO of RuffleButts (cute, huh?), that offered a few tips on providing excellent customer service. Again, none of these are things we don't already know, but all are things that need everyone's attention, focus, and accountability. Amber's tips on how to make good service, great:
- Always respond promptly. Even if you don’t have an immediate solution, customers like to know their complaint has been heard. Offer a tentative time frame if possible, or let them know you’re working on a solution.
- Carefully choose employees. Employees who will be working in the customer service department or handling any customer interactions. “They are ultimately your voice,” says Schaub.
- Make it personal. Include a handwritten note or a personal follow-up call.
- Follow the golden rule. Treat your customers as you would like to be treated in a similar situation.
- Use the Wow factor. Wow them. They will never forget it.
What I like about Amber's list is how she simplified the many lists of customer service do's and don'ts into these 5 tips. These are perfect service reminders for your employees to refocus their dedication to delivering a GREAT service experience to your customers. Customer service is an integral part of our job and should not be seen as an extension of it. Our company's most vital asset is it's customers. When you satisfy your customers, they not only help you grow by continuing to do business with you, but they recommend you. So maybe it's time for you to fine tune your service delivery.